ComplaintsforREE Medical LLC

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January *******, I spoke to ********************* in detail after being referred to *** for aide in filing a claim to increase my disability rating. He concluded with confidence that I would receive a much higher rating and to proceed with a $2,845 payment in order to continue the process. I submitted the payment that same day and scheduled a C&P exam shortly after, as required. After attending the exam with the *** provided physician and submitting all paperwork to the VA, I was denied with weeks - which is unheard of. The VA expressed they believed my claim was a fraudulent claim due to the physicians over exaggeration of my conditions. I have personal doctor records to support my existing medical conditions, however used ***'s physician per their guidance. *** has accepted no responsibility on this faulty process of using physicians and physician reports that will automatically deny my claim and presume I am being inauthentic. After communicating the results to ***, they expressed that ********************* is no longer employed with *** as a form of consolation and had initially informed me that I was going to be receiving an ACH form via email to initiate a refund. I waited for weeks for said form and after multiple calls, I was informed that upper management had denied the refund. Instead, *** referred me to SouthWest Law firm for an appeal. An appeal which requires additional cost as well as a percentage of back pay to both parties if the appeal is won. Essentially, my complain is not a dissatisfaction of not receiving a higher disability rating, but more of a disbelief that *** continues to function while using a fraudulent process where the veteran has no chance of an increase but instead is flagged as a deceiver. A claim that is appaling, disheartning and categorically untrue. The denial of my claim is a clear result of their processes. A refund is absoltuley merited.

  

  Business response

  09/13/2024

  Dear ******,

  We sincerely apologize for the frustration and concern you've experienced. We understand how deeply disheartening this situation has been for you, and we take your feedback very seriously. Your experience is not the standard we strive for, and we're sorry that the process did not meet your expectations.
  
  Regarding the physician's assessment and your claim, we recognize how critical accuracy and integrity are in such situations. While we aim to support veterans in obtaining the benefits they deserve, we understand that the outcome in your case was disappointing. We acknowledge that communication was lacking, and we apologize for any confusion or delays you faced in the refund process.
  
  Although ********************* is no longer with us, your concerns remain our priority, and we are continuing to assess your situation internally. We regret that our referral to SouthWest Law Firm added to your frustration.
  
  Someone from our team will be reaching out to you today to discuss this further and work towards resolving the issue. Thank you for your patience, and we look forward to helping address your concerns.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started the process on May 12, 2024 by talking to a consultant on the phone. We worked out a 4 months payment plan resulting in a 3600$ payment. I paid my invoice on the same day. I was told that I would be connected with a case manager to help me through the rest of the process soon. I foolishly continued to pay each month. Eventually, all 4 months passed and I submitted by final, automatic payment to the company on Aug 12, 2024. I still had not been connected to a case manager and after another week on Aug 18, following final payment, had to email the initial consultant to hear back anything. They admitted on the phone that this delay was their fault due to a potential system error and I was promised to finally be connected to someone on the team. I find this excuse unacceptable because I continued to be charged each month, even though my information may have been "misplaced".After my phone call with the initial consultant, I still did not hear anything back from anyone on the team. So I sent an email on Aug 21, 2024 asking for more communication, transparency, and a discount on my service due to the significant delay. I received a response the next day claiming I would be connected to a case manager while completing ignoring my request for a discount.I would still like to complete the service that I paid, again, 3600$ to receive. However, at this point I believe a discount is a completely reasonable request.

  

  Business response

  08/22/2024

  Hi ******,

  Thank you for reaching out to us and sharing your feedback. We have received your complaint and want to assure you that your concerns are important to us. Our team is committed to addressing and resolving the issue promptly. We appreciate your patience as we investigate this matter, and we will keep you updated on our progress. Should you have any additional information or questions in the meantime, please do not hesitate to contact us at: ******************************* Thank you for your understanding and for giving us the opportunity to improve our services.

  Customer response

  08/25/2024

  This is simply an acknowledgement that I've made a complaint and does not provide any meaningful resolution to the issue or address the request for a billing adjustment due to the financial impacts resulting from the delay. As such, this is not a satisfactory response to close out my complaint. I'm more than willing to close my complaint if the company will acknowledge, at any level, the problem and my proposals for resolution.

  

  Business response

  08/26/2024

  We sincerely apologize that your complaint has not been resolved yet. Please know that your case is actively being worked on, and we understand the urgency of your concerns. Someone from our team will be reaching out to you directly this morning to discuss the situation and address your proposals for resolution. We appreciate your patience and are committed to finding a satisfactory solution.

  Customer response

  08/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **********************************
  
   
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After extended conversation with an agent from the company,I was convinced they could increase my existing VA disability rating,so I sent the requested payment of $2850. Then they requested information about my VA medical history and to inform the VA that I was requesting a disability change or increase.After great difficulty accessing VA.gov,I forwarded by email the requested information. Later they said the information was not received, but I had verification it was received, and I said they needed to proceed with their service on my behalf. After no contact,I emailed and called several times and said I wanted a refund,since they were no longer providing the agreed upon service. For over a month,have heard nothing,after my last call I requested they at least email me with status of my refund

  

  Business response

  08/27/2024

  *****, thank you for sharing your experience, and we sincerely apologize for the lack of communication and the frustration it has caused. Please know that your case is actively being worked on, and someone from our team will be reaching out to you today with more information. We are committed to addressing your concerns and ensuring that your case is handled properly moving forward.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In March of 2024 I reached out to Vetlink Solutions now a part of REE Medical about an increase in my Va disability rating. They had me pay up front for their professional service. They hey informed me they had a comprehensive medical team that reviews all medical records to determine if my condition rates an increase. They also stated that their medical team reviews all **** for accuracy. I went to my medical appointment they set up. A couple days later they said my **** were ready to upload to the VA. After my submission, I was contacted by the VA for a C&P exam for the conditions I was claiming. The VA examiner stated the reason for my exam was due to the **** I submitted being improperly filled out. The signature was missing and a couple of the questions were answered incorrectly. 2 questions that are the same but was answered incorrectly with different answers. I reached out to REE medical and informed them of this and asked for a refund. It took me several days to be able speak to someone that I thought was helping me accomplish this. I have called several times to get the status on this refund leaving several voicemails that are not returned. This company says they are for veterans but are not doing anything to o help this one.

  

  Business response

  08/16/2024

  Dear *****,
  Thank you for reaching out to us and sharing your feedback. We have received your complaint and want to assure you that your concerns are important to us. Our team is committed to addressing and resolving the issue promptly. We appreciate your patience as we investigate this matter, and we will keep you updated on our progress. Should you have any additional information or questions in the meantime, please do not hesitate to contact us: ******************************* Thank you for your understanding and for giving us the opportunity to improve our services.
  

  Customer response

  08/16/2024

  I reject to the companies automated response to my complaint. I will except the companies response and close out this report when a refund is issued. 

  

  Business response

  08/19/2024

  *****,

  I wanted to inform you that your refund was submitted on August 15th. Please note that it may take approximately 5-7 business days (excluding weekends) for the funds to appear in your account. If you have any questions or need further assistance, please don't hesitate to reach out. Thank you for your understanding.

  Best regards,

  REE Medical

  Customer response

  08/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Emailed twice on May 30th explaining my increase was finally done to rep ************************ No response ever on either emails that day.Got a email/text from ***** on July 31 asking how things are going. I try to call but get voicemails, emails seem to go no where. While I still get text messages that are annoying.I want to pay this so I can get rid of this issue.Previous amount I was receiving was *******, then it was increased to ******* (Little less than expected after my divorce)1308.94 difference x5 = 6544.70....Im having issues with money and asked about a reduction on this but nobody helps. I think 2x or 50% of this is fair so $3272.35(50% of original estimate) is fair price since its been a headache trying to get them to send me a method of payment on this. Even this amount is tough but I feel its fair since there was some help at the beginning. Not great since they had me driving 2 hours away for 2 doctor visits that both took me cost to get an uber to drive that far, plus having to take the day off in both instances. Outrageous to have to to find a ride to drive that far.

  

  Business response

  08/13/2024

  Hi *****,

  Thank you for reaching out to us and sharing your feedback. We have received your complaint and want to assure you that your concerns are important to us. Our team is committed to addressing and resolving the issue promptly. We appreciate your patience as we investigate this matter, and we will keep you updated on our progress. Should you have any additional information or questions in the meantime, please do not hesitate to contact us: ******************************.

  Thank you for your understanding and for giving us the opportunity to improve our services.

  Customer response

  08/14/2024

  
  Better Business Bureau:
  
  I have emailed them and actually got a call back from a manager there that successfully resolved the issue.
  
  *************************
  
   
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a US ARMY VETERAN this company promises to help you get the va disability rating you deserve i got granted 100% disability and am now getting scammed out of ****** dollars from this company that used third party companies to share my sensitive personal information with another company called TRAJECTOR MEDICAL . I feel as though these companies have used me as a naive trusting veteran to exploit my information and misinform me of the situation that i was getting myself into i would like to formally terminate my contract with them as it is my right to do so as they are not an accredited business with the VA . I have paid REE 5,000$ in which the client experience navigator ******************* Told me that they are a sister company to Trajector medical and that this would be the only one time payment needed to cover for the help i got from REE MEDICAL and TRAJECTOR MEDICAL . Both companies claim to not know about eachother and claim to not be associated with eachother yet have been working side by side throughout the entirety of when my claim had been open , now that i have received my 100% disability rating both parties have not been able to explain where all of this money owed is coming from . i need my contract to be terminated with both parties due to scam concerns

  

  Business response

  08/12/2024

  Thank you for bringing your concerns to our attention, and first and foremost, thank you for your service.

  We want to clarify that REE Medical is in no way associated with Trajector Medical. We understand the importance of your privacy and the seriousness of your concerns. Your trust is extremely important to us, and we are committed to resolving this matter promptly.

  
  We have attempted to reach out to you regarding your concerns and have left a voicemail with our contact details. Please know that we will continue to follow up until we are able to connect with you directly to address your concerns in detail and provide the support you need.

  
  Again, we want to emphasize that REE Medical operates independently, and we are committed to ensuring that any misunderstandings are resolved swiftly and transparently. We look forward to speaking with you soon.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I started this journey in August of 2023. I have only received Emails form them. If I have sent them a Email they never respond. I did have a appointment for a medical exam. If I call them they say that someone would call me, I haven't received a call from any of them. I finally received the *** on July 22 2024., submitted them to the VA and the VA didn't accept them. Now I have to go through the medical exams again and delay the decision. I find this unacceptable.

  

  Business response

  08/01/2024

  Dear ****,
  

  Thank you for reaching out to us and sharing your feedback. We have received your complaint and want to assure you that your concerns are important to us. Our team is committed to addressing and resolving the issue promptly. We appreciate your patience as we investigate this matter, and we will keep you updated on our progress. Should you have any additional information or questions in
  the meantime, please do not hesitate to contact us. Thank you for your understanding and for giving us the opportunity to improve our services.
  

  Best regards,
  REE Medical
  Email: ********************************
  Phone: ************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke with a consultant and they took my initial deposit for services on July 8, 2024. It's now July 16, 2024 and I still have not spoken to my navigator. I have called twice and they tell me someone will get to me in a few days. I called today to inform them that I no longer want the service due to the lack of communication and urgency and they told me someone will help me in a few days. Nothing has been done on my behalf and I just want my money back at this point.

  

  Business response

  07/17/2024

  Dear *******,
  
  We apologize for the delay and inconvenience you've experienced in receiving our services. Your feedback is crucial to us, and we understand your frustration with the lack of communication and urgency. Rest assured, we are taking immediate steps to address this issue and expedite the resolution.
  
  A member of our team will be reaching out to you shortly to discuss your concerns and facilitate the refund process promptly. We value your time and your trust in us, and we are committed to ensuring your satisfaction.
  
  If you have any further questions or concerns in the meantime, please feel free to contact our customer support team directly at ************ or ***************************.
  
  Thank you for bringing this to our attention.

  Customer response

  07/18/2024

  I have called several times today. I keep getting the run around. Please cancel this service and give me a refund. 

  

  Business response

  07/22/2024

  Dear *******,
  
  We apologize for the inconvenience and frustration you've experienced with our service. We understand your concerns and are taking immediate steps to address them.
  
  ******* has spoken with you and will be your Navigator for the remainder of the process. She will ensure that all your needs are met.
  
  If you have any further problems or concerns, please do not hesitate to reach out. Your satisfaction is our priority.
  
  Thank you for your patience and understanding.

  Customer response

  07/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested the services of REE Medical to assist with creating a Nexus for my service connected disability. I asked if my disability could get 100% and the sales rep said yes. I agreed to the terms. The issue is later my sales rep contacted me after full payment to let me know they wouldn't be able to get 100%. I immediately requested a refund since she didn't do her job properly and tell me during the call that my disability doesn't qualify for 100%. It took several calls and text to get my refund, but after receiving it they didn't do a full refund. I called again multiple times and still no call back on getting the rest of my refund since it was the sales person who provided the incorrect information to get me to make the purchase. I still haven't received a call back or my full refund. Is this their scam? Tell customers false promises and only give a partial refund to vetrans? Please help and thank you. My email address is on record with Ree.

  

  Business response

  06/24/2024

  Dear ******************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any misunderstandings and frustrations you have experienced. Your feedback is invaluable to us, and we are fully committed to resolving this issue promptly and fairly.
  
  We understand the significance of the miscommunication regarding your disability rating and the challenges you encountered in receiving your refund. At REE Medical, ensuring transparency and accuracy in all our interactions with veterans is of utmost importance to us.
  
  Our team is currently conducting a thorough review of your case. Please rest assured that we are giving your situation the highest priority and will provide you with a comprehensive update at the earliest opportunity. Our goal is to resolve this matter to your complete satisfaction.
  
  In the meantime, if you have any additional information or concerns, please do not hesitate to contact our customer support team at ************ or ***************************.
  
  Thank you for your patience and understanding as we work diligently to address your concerns.

  Customer response

  06/25/2024

  I'm marking this as did not resolve complaint. The reason is I've called them and text messages. I've been doing this the last couple months with no call back or response from anyone in **** refunds department.  I will gladly mark this as resolved when I see or get contacted by ***. It's $100 that they owe me to complete a full refund since the issue was due to the sales rep saying I qualify for 100% and then later say I don't due to her misunderstanding of my disabilities. 

  

  Business response

  06/27/2024

  Dear ******************,
  
  Thank you for your patience. We sincerely apologize for the inconvenience and lack of communication you have experienced.
  
  We want to inform you that the $100 refund has been processed. You should see the refund reflected in your account shortly.
  
  We regret the misunderstanding regarding your eligibility and the delay in our response. Please know that we are taking steps to improve our communication and ensure that such issues do not occur in the future.
  
  Thank you for your patience and understanding. Should you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer response

  07/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I like to file a complaint against Ree Medical. REE Medical is a company in which is trying to help me increase my VA disability benefits. I stated with the intent to file back in November 15. The reason of this complaint is that few medical still havent send to me my DBQs so that I can send to the VA ****** for my disability. They have lie to me about my document and have obtain my personal information. First one of the representative ********************* lie saying that he hasnt resolve my document so he can send them to me by email. After I call I going out the company did completed my documents. I contacted ********************* and confront him about the documents and then he gave me another story that they send the documents to my email on May 31st in which I havent received anything. I contact them again and this time they say not hey have a new process that has to go before anything with *******. It seems like now they are playing around with very important documents that contains my SSN, DOB, etc.. and now they dont want to send my document to me. This concerns me because Im paying this company for the work.

  

  Business response

  06/14/2024

  Thank you for reaching out to us and bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience you have experienced. We are currently reviewing the details of your complaint regarding the delay and confusion in receiving your Disability Benefits Questionnaires (DBQs). Our team is investigating the communication and actions taken to ensure all procedures were followed correctly and to address any lapses that *** have occurred.
  We understand the importance of these documents and the sensitive nature of your personal information. Please be assured that we are prioritizing your case to resolve the issue as swiftly as possible.

  
  Our representative, *********************, and our support team are also being notified of your concerns to provide you with a comprehensive update and ensure the prompt delivery of your DBQs. We aim to provide the highest level of service, and your feedback is crucial in helping us improve our processes. We will contact you within the next few business days with an update on the status of your documents and the steps we are taking to finalize the job to your satisfaction.
  If you have any immediate concerns or require further assistance, please do not hesitate to contact our customer support team at ************ or ***************************.

  
  Thank you for your patience and understanding.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩